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Knowledge articles are internal documents that AI Agent references when handling inquiries. By adding {{document_search}} to Playbook steps, AI Agent can search the Knowledge base to provide enriched answers. There are two ways to register Knowledge: file upload and inline creation.

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Register via file upload

Supported file formats are TXT, MD, CSV, DOCX, and PDF. Each file can be up to 5MB, and you can upload up to 50 files per operation.
1

Open the Knowledge management screen

From the AI Helpdesk admin screen, select Knowledge > Knowledge Base.
2

Upload files

Click Bulk Upload and select the files you want to register. You can select multiple files at once.
3

Review and confirm

After upload, the content of each Knowledge article is displayed. Review the content and click Upload.
Registered and updated Knowledge articles become searchable shortly after saving. If a newly registered article is not yet appearing in search results, wait a moment and try again.

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Register via inline creation

1

Open the Knowledge management screen

From the AI Helpdesk admin screen, select Knowledge > Knowledge Base.
2

Start creating

Click Add Knowledge.Screenshot of knowledge add form
3

Enter content

Enter the Knowledge content in the text editor. You can also set a title, category, and tags.
4

Save

Click Save.

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Edit a Knowledge article

1

Open the Knowledge management screen

From the AI Helpdesk admin screen, select Knowledge > Knowledge Base.
2

Select a Knowledge article

Click the article you want to edit, or select Edit from the … (action menu) at the end of the row.
3

Edit and save

Modify the content and click Save. Updated content becomes searchable shortly after saving.

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Delete Knowledge articles

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Delete a single article

1

Open the Knowledge management screen

From the AI Helpdesk admin screen, select Knowledge > Knowledge Base.
2

Select the article to delete

Select Delete from the … (action menu) at the end of the row.
3

Confirm deletion

Click Delete in the confirmation dialog.

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Bulk delete

1

Open the Knowledge management screen

From the AI Helpdesk admin screen, select Knowledge > Knowledge Base.
2

Select articles to delete

Check the checkbox on each row. Checking the header row checkbox selects all currently displayed articles.
3

Run bulk delete

Click the Delete button that appears, then click Delete in the confirmation dialog.

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Knowledge list

The Knowledge list shows the title, category, tags, and last-modified date for each article. Use the search bar at the top to filter articles by title. You can also filter by Category, Type, and Tag. The list can be grouped by category, type, tag, or last updated date. Knowledge list screenshot

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Notes on Knowledge management

  • Knowledge articles are scoped to each tenant. Articles are not shared across tenants.
  • Deleted articles are removed from the search index. Sessions already referencing the article’s content are not affected.

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Using Knowledge search in Playbooks

Once Knowledge is registered, add the following to a Playbook step to enable AI Agent to search it: 
Step: Search Knowledge

{{document_search}}

Search internal documentation for the relevant procedure.

Search query examples:
- "VPN setup"
- "New employee PC setup"
For more details, see Register Playbooks.
Last modified on July 10, 2026